Okay, here's the story...

I had ordered an awesome cat hoodie and a ridiculously expensive cat mug to qualify for free shipping ($50 or more qualifies) and I was expecting the package within 2 weeks for my girlfriend's upcoming birthday, so this needed to be on time.

Here's where things took a bad turn...

I got the package after 2 weeks (On time, I suppose) and the birthday was in five days. I figured everything was fine, until I opened the package and saw that they sent me the wrong size. Checked my invoice, and sure enough, it said LARGE in capitol letters, yet here I was starring at a size MEDIUM (for reference, my girlfriend could have fit the medium, I just wanted the hoodie over sized for comfort).

This was unacceptable, so I checked the website to see how they handle complaints.

No phone number. Only Email.

Okay, kind of odd, whatever I'll just send them an Email. I'm sure they'll handle it in a timely manner.

Two days go by. No response.

I write them again, this time angry. I explain that they have essentially screwed me, and effectively ruined the birthday plans. I told them I was not paying to return the hoodie and I was hoping maybe they could overnight me the right size.

Next day, they write me back, but blame "computer trouble" as the reason they currently couldn't help me. Really? You guys have over 100k likes on Facebook, and update your page with silly crap all day but can't figure out how you could help me?

Now I'm really mad, I write them on Facebook, explaining that I was going to contact Discover and demand a refund, and that the situation was completely ridiculous for a company their size.

The next day, I finally get some resolution.

Their customer service rep Kayla told me that I was essentially screwed for the birthday, for which she apologized, then she offered to refund me the purchase price of the hoodie ($44) and offered to sent me the right size free of charge when "the system was functional".

I told her that this was fantastic news, and was expecting the new hoodie sent pretty quickly. The Email said that they would send it out as soon as possible, the date was October 23rd.

I received the hoodie November 9th.

In the end, LookHuman did make right by correcting the issues that should never happened in the first place. I had to fight with them for days and weeks, and a simple order for a couple of cat themed gifts became a battle that lasted a month. The customer service was abysmally slow, and the lack of a phone number for a company their size is unacceptable.

BUT,

The hoodie is amazingly soft, and the designs are top notch. The mug (albeit expensive) is made in America and of superior quality. As stated before, they did EVENTUALLY make right on everything they promised, but it was a fight the entire time. In some ways, I believe they only reacted when they realized they were being threatened, which is childish and unprofessional.

All in all, if you do order from LookHuman, you'll love what you get, just be prepared to wait and fight for it.